Hello Everyone,
I am facing an issue while building a BOT for Dynamics 365 Omnichannel.
Requirements:
Customer calls a number and bot will ask customer to choose option1 or 2 or 3 etc.. then if option 1 is keyed inn then further option need to be selected like option 1 again then the call needs to go to right queue in Dynamics 365 Omnichannel, so for each option there is QUEUE in Omnichannel.
So i have created a Copilot Studio BOT - for call centre company.
Step 1: I have created topic with Main Menu OPTIONS 1 FOR CUSTOMER SERVICE, Option 2 : for Sales
Setp 2. Successfully BOT to Dynamics 365 Omnichannel Workstream
Step 3: Call Routing is default to Fallback Queue
Step 4: Able to route QUEUE 1 - FOR CUSTOMER SERVICE
Setp 5: Unable to route to Queue 2 - FOR SALES?
Anyone have any idea of how to tranfer agent to appropriate queue in Omnichannel ?
Any help much appreciated.
Kind Regards
Malla Reddy Gurram
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